Powered by the voices of charities and lived experts, we help you improve life for vulnerable and underserved customers.
What we do
Insight Sessions
Workshops with charities and the people they support, offering first-hand insight on societal issues affecting customers.
InclusiveDesign
Panels of lived experts to critique and test products, services and communications, making them more inclusive and accessible.
ImmersiveInnovation
Tackling big problem statements through an immersive process of insight gathering, ideation and inclusive design.
Providing the ‘glue’ throughout is our Lived Experts Research Community, a group of over 200 people whose lived experience, stories and ideas play a fundamental role in making our projects and programmes real, visceral and highly impactful.
Common themes
Financial vulnerability
0 million
people in the UK have no savings and another 5 million have less than £100.[1]
Fuel poverty
0 million
is the estimated number of UK households in fuel poverty, up from 4.5m in October 2021.[2]
Mental health
1 in
people in England experiences mental health problems each year[3], with 8 million people experiencing an anxiety disorder at any one time.[4]
Neurodiversity
0%
of the population is thought to be neurodiverse, including 700,000 autistic adults[5], of which only 15% are in employment.[6]
Ageing population
1 in 0
people in the UK will be aged 65+ by 2030[7] and currently, 1 in 14 people over 65 has dementia.[8]
Digital exclusion
0%
of the UK population had low digital capability in 2022, and 35% said the rising cost of living was impacting their ability to go online.[9]
Who we work with
“Thanks to Three Hands’ hard work and preparation the virtual sessions worked really well. I would definitively recommend and look forward to working with them in future innovation sprints.”
“The experiences of the lived experts will stay with me forever.”
“The Three Hands team helped us to reflect on our bereavement process. Highly engaging, smartly run. It made a solemn subject fun and gave the review process a real pulse.”
For some people, the consequences of a power cut could be critical. We gathered a panel of people from our Lived Experts Research Community medically reliant on uninterrupted power to hear their views on back-up power solutions and future green developments.
We’ve developed the Inclusive Design Panel to critique the bank’s products, propositions, services and communications. It’s made up of ‘critical friends’ from charities and lived experts.
A series of ongoing conversations between ‘lived experts’ at the sharp end of issues that life can throw at you, and people in a variety of roles at Lloyds Banking Group, sheds light on the realities of life for vulnerable customers.
“Whoever’s job it is to worry about customer experience should be listening to lived experience.” That was one of the key messages from our recent online discussion. Learn more here.
The Three Hands Lived Expert Research Community brings together over 200 people from across the UK with experience of a wide-range of different issues that life can throw at you – bereavement, dementia, neurodiversity, mental health and financial vulnerability to name just a few...
When you think about the future of banking, what comes to mind? More services on apps? Artificial intelligence? A cashless society? For many of us, these developments make banking intelligent, responsive and accessible.
Jan recounts conversations with our lived experts that demonstrate that for some people these sorts of ‘advances’ simply don’t work…
